About the job
The Vice President of Customer Operations holds a pivotal leadership position, overseeing the strategic governance and performance of the Group's comprehensive back-office operations. This role carries the primary responsibility for Client Processing (Payments & Transactions) and Client Onboarding (KYC, Screening & Ongoing Monitoring).
We seek a seasoned operations leader with a robust background in regulated financial services, particularly within FX, brokerage, or fintech sectors. The ideal candidate will adeptly navigate both strategic and execution levels, setting a clear operational vision, defining scalable models, and establishing impactful KPIs and OKRs. This role will be influential across various business units.
Key Responsibilities
1. Strategic Leadership & Operating Model
- Define and own the Back Office Operations strategy, ensuring alignment with the Group's overarching business objectives, regulatory requirements, and growth initiatives.
- Design and continuously enhance a scalable operating model for Processing and Onboarding, focusing on resilience, efficiency, and regulatory compliance.
- Translate the company's strategic objectives into actionable operational priorities, measurable OKRs, and implementable roadmaps for senior management.
- Serve as a senior thought partner to executive leadership, contributing to long-term planning and discussions on capacity modeling and geographic expansion.
2. Processing Operations (Payments & Transactions)
- Oversee all client transaction activities, ensuring compliance with SLAs for accuracy and client experience.
- Collaborate with Payments, Finance, Risk, Compliance, and Customer teams to facilitate seamless client journeys.
- Manage relationships with banks, PSPs, and fintech partners from an operational perspective while ensuring strong governance and audit readiness.
3. Client Onboarding & KYC Operations
- Lead client onboarding, KYC verification, and ongoing monitoring activities.
- Balance regulatory rigor with an exceptional client experience to support growth without compromising compliance.
- Collaborate with Compliance on policy interpretation and regulatory changes.
- Act as a senior escalation point for complex onboarding and KYC cases.

